Accounting Software Support Specialist

The Role

Reporting to the Support Manager, the successful candidate will work with the team to manage Support queries via ticket requests. The Accounting Software Support Specialist will be customer-focused, organised, a clear communicator, a keen trouble-shooter and team player.

What you'll be doing:

• Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner.
• Responding to customer queries who are users on our accounts software, ranging from user logins to report mismatches. Ensuring a resolution is achieved where possible in the first response.
• Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
• Providing customers with the relevant information about the organisation’s service and product information.
• Identifying, escalating priority issues and reporting to the senior team members.
• Following up on complicated customer contacts, if needed, such as technical fixes.
• Communicating and coordinating with internal departments as needed to resolve customer issues.
• Recording details of comments, inquiries, complaints, and actions taken. Completing call notes when needed, and inputting this information into Salesforce.
• Required to maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures when you see fit.
• Required to maintain industry knowledge by studying new product updates, such as new features or improved modules, and participating in educational opportunities.

What you'll need:

• Bookkeeping or accounting knowledge/experience – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently
• 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment
• Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and identify root causes
• Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users
• Experience handling customer queries across multiple channels, including phone and email
• High attention to detail and accuracy when working with customer data and financial information
• Ability to manage multiple queries, prioritise effectively, and meet response SLAs
• Proactive, ownership-driven approach to resolving issues and improving the customer experience

What's the hiring process?

1. An initial call with our People team to discuss your application. 
2. An interview with the hiring manager.  
3. A final interview with the hiring manager and our Head of Support, this may also include a small task/exercise which you'll be briefed on before the call.